Louie Gravance

Louie Gravance, a native Californian, is literally changing the consciousness of business in America through his speaking and consulting skills. A premiere example is the work he has done is helping Bank of America navigate what he calls a "culture shift." MONEY MAGAZINE credits these efforts with "making the banking experience more pleasurable with changes that have improved customer satisfaction." This was done through an initiative Gravance introduced to high level executives and employees entitled "The Bank of America Spirit." Gravance was a perfect fit for this project, thanks to skills learned and honed during twelve-year tenure at The Walt Disney Company in Orlando, Florida. Beginning with the training and orientation program "Traditions" at The Disney University...

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Creating the Happiest Patients On Earth

Every patient interaction involves and emotional interaction.  Whether you are asking a patient to fill out a chart or giving someone a bad diagnosis there is a level of emotion involved.  The people that are typically drawn to the healthcare industry know this at their core but, over time, tasks and regulations can obstruct the vision and purpose of what brought one to the business of healing in the first place.  A career at Disney helped to frame a consciousness that teaches "magical moments" don't just happen at a theme park.  Let’s take the opportunity to re-engage our desire to bring humanity and caring to the world of health services. We will never forget the “great service serves the server first,” in all industries, but, perhaps, none more than healthcare.

This is a lively and comedic talk that can be customized to your event and purpose.

There's No Business BUT Show Business And Our Business Is Our Show    
ALL organizations are constantly engaging their internal and external customers in a NARRATIVE of sorts. Regardless of what anyone is selling or providing, a story is conveyed through every single transaction, involving every single sense we possess. This narrative drives everything from customer expectations to employee satisfaction and even your very BRAND ESSENCE.

•What do we look like?
•What do we sound like?
•What do we feel like?

Since all of your team members are telling a story with every transaction, shouldn't it be the story you want to convey to your customers?  Every day?  Every transaction?

For over 40 years I’ve appeared on radio, network television, film, stage, in theme parks, as well as worked with corporate trainers in medicine, retail, foods, manufacturing, auto makers, insurance companies to name just a few. They are all, at their core, show business.

This is a lively and comedic talk that can be customized to your event and purpose.

Creating WOW Service Moments! And What's in it For Me?
When a WOW moment in customer service takes place it doesn't happen only for the customer, it occurs for both, simultaneously.  Inspiring your team to make that connection is the single, greatest tool for maintaining a culture of service excellence.  This power-talk explores what a WOW moment looks like, sounds and feels like and why delivering them is good for everyone involved.

Occasionally employees will ask themselves, "What's in it for me?" and it's not a bad question.  During this session...I answer it. Every participant will come to understand that an investment of themselves is an investment in themselves and that every customer interaction is an opportunity.  An opportunity to define, not just what they're willing to do, but what they're willing to be.

More than that; every second is the "moment of truth" in the world of customer service.  I've learned a lot about maintaining a consistent service culture that delivers "magical moments" from my years at the Disney University, Disney Institute and the cultures I've been involved in shaping at such companies as Bank of America, SkyTouch Technologies and ING Financial.This is a lively and comedic talk that can be customized to the needs of your event.

Practical Steps to Magical Service Moments
TEAM BUILDING (Half day) 

Creating magical service moments is not something only read in books or theory, it's actionable.  During this session I utilize my twenty-five year experience with service brands to prove we can isolate, identify, define and execute service excellence as leaders.

This is a half-day team building experience that is hands-on and heads-up, designed to explore and solidify the ten points of action for any organization of any size to attain a culture of service excellence. This experience is more than just theory but practical, actionable steps to build or reorganize your service culture.  Participants work in groups to build their company’s own “pavilion” to share values, goals, heritage and culture just as it might appear at EPCOT or a world’s fair. 

Very active, humorous and, frankly, always a big hit.

This is a lively and comedic session that can be customized to the needs of your event.  

Putting it All Together
TEAM BUILDING (Full Day) 
Here it is, the whole "shebang".  I put together a full day and full story arc that encompasses all three of my presentations into a customized and personalized workshop for your brand or organization.  It requires energy, participation and, frankly, a little space as there is a lot of "performance" that takes place among your "cast".

Allow your team to create and perform the story of your brand and emotionally invest in its outcome.

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